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Bilingual (English/Spanish) Senior Customer Service Quality/Audit Rep - Roanoke, VA - 926873 - Roanoke - 24037

Company: unitedhealthgroup
Location: Roanoke
Posted on: June 12, 2021

Job Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doingyour life's best work.SM Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies likeUnitedHealth Group.Now, you can take advantage of some of the best resources and tools in the world to help serve our members by ensuring the quality of our customer service operations and the customer experience. This is no small opportunity. TheCustomer Service Quality / Audit Representativeis responsible for monitoring adherence to HIPAA and CMS Guidelines through Quality Monitoring on internal and external Telesales Agents and Sales Support Representatives. This position is full-time (40 hours/week) Monday- Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (8:00am to 4:30pm or 9:00am 5:30pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 3645 Thirland Rd. Roanoke, VA. Primary Responsibilities: Monitors agents and representatives for compliance with established processes, policies and guidelines Provides feedback and coaching to agents and representatives based on evaluation results Analyze information and utilize to build recommendations to reduce errors and improve process performance Creates, maintains and tracks reports in relation to performance Serve as subject matter resource to team members, supervisors and management staff Applies knowledge / skills to a range of moderately complex activities Demonstrates great depth of knowledge / skills in own function Sometimes act as a technical resource to others in own function Proactively identifies solutions to non standard requests Solves moderately complex problems on own Works with team to solve complex problems Plans, prioritizes, organizes and completes work to meet established objectives Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in Required Qualifications: High School Diploma / GED (or higher) 2+ years of experience in a Customer Service or tele-sales role within a call center Bilingual in English/Spanish Previous experience working with Microsoft Office including Microsoft Outlook, Microsoft Word, and Microsoft Excel (ability to create, edit, send and save emails, documents, and spreadsheets) Ability to work 8:00 am 4:30 pm or 9:00 am 5:30 pm Monday through Friday If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders Preferred Qualifications: Associate's Degree (or higher) Previous Medicare / Medicaid experience UnitedHealthGroup is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html Careers at UnitedHealthcare Medicare & Retirement.The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to doyour lifes best work.SM Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law UnitedHealth Groupis a drug free workplace. Candidates are required to pass a drug test before beginning employment. Keywords: UnitedHealth Care, UHC, Customer Service, Quality, Call Center, Audit, Onsite, Roanoke, VA, hiring immediately, #rpo

Keywords: unitedhealthgroup, Roanoke , Bilingual (English/Spanish) Senior Customer Service Quality/Audit Rep - Roanoke, VA - 926873 - Roanoke - 24037, Other , Roanoke, Virginia

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